Clear and rapid support!
Very helpful support and easy to access via app or web!
Tommaso Manes Gravina
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C
Customer Reviews
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60 reviews
0/10 Customer Service Experience
Fault-prone bike, terrible customer service.I got my bike in September 2025. Smooth riding for a month, then the battery would start disconnecting and connecting at times. I ordered the battery replacement piece as this is what the Cowboy service people recommended (October 2025) Turns out it wasn't that, the entire battery was defunct. I then return the battery part and order a new battery (December 2025) It is almost March 2026, and I am still waiting for the battery - it was supposed to ship early Feb, but now indicates April as arrival date. I've also not been refunded for the spare part (140EUR) Customer service is beyond horrible, they might try to help but are clearly understaffed. Every time you try to get to a human you will be met with an AI bot that rejects the request.They should get their supply chain in order before selling more. The bike is nice but if you need servicing, good luck. Repair shops are also fed up with Cowboy - the majority of them stopped servicing cowboy bikes that haven't been bought via them. Bottom line is you spend 3k and then go without a bike for 5 months. I only hope to get rid of it and switch to another one that takes customer support seriously.
Claudio Martinez
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Ordered a replacement drive belt in…
Ordered a replacement drive belt in December 2025 as it snapped, was supposed to be delivered in February 2026 but now maybe somewhere in April 2026 after checking shipping time. All of the COWBOY replacement parts take absolutely forever, as this is my third bad experience with Cowboy ordering replacement parts. If I have to wait 4 to 6 months for a replacement part to actually use my Cowboy ebike, I can not recommend this product. Don't get me wrong, it's a beautiful bike, but not being able to use the bike for such a long time for a simple part is insane. With the added time of this part (and previous parts) I havent been able to use my cowboy bike for a total of 1.5 years while waiting for parts (if I can actually expect the replacement belt this April...)
Jack
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A Balanced Long-Term Ownership Experience
I’ve been riding my Cowboy 3 since March 2021 and after more than 5,400 km, I feel I can give a fair long-term perspective.Overall, I’ve genuinely enjoyed owning this bike. The minimalist design still looks modern after several years, and the riding experience remains smooth and intuitive. The automatic assistance feels natural rather than aggressive, and in city traffic it’s simply effortless. The belt drive is one of my favorite features. No chain noise, very low maintenance, and a clean look. It just works.Reliability-wise, I consider myself lucky. My Cowboy 3 has been very stable mechanically and electronically. Firmware updates have improved things over time rather than creating problems. The app integration, GPS tracking and theft protection give an additional sense of security.I’ve been a Cowboy Care subscriber continuously since 2021. The main reasons are the mobile at-home service and the peace of mind in case of urgent issues like a flat tire. Having a technician come to my place before a new riding season for inspection is a real convenience. There were moments recently when service bookings were temporarily paused due to stock issues, which was concerning. However, communication from support was transparent and proactive. In my case, the situation was handled professionally. That level of engagement and responsiveness made a difference.Is Cowboy perfect? No. The company has clearly gone through turbulent times, and as a customer you notice when operations are under pressure. But from my experience, they have made serious efforts to support existing customers rather than leaving them behind.After nearly five years, my Cowboy 3 still feels like a modern, elegant and highly usable urban e-bike. For riders who value design, low maintenance, smart connectivity and a clean riding feel, it remains a compelling choice.For me personally, it has been a good investment and a bike I still enjoy riding regularly.
Daniel
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The time for a part to be delivered is…
The time for a part to be delivered is April - 2 months from now! Unbelievable !!
MR A GUPTA
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Good Company
Good Company
Michael
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Worst company i dealt with.
Worst company i dealt with.I've ordered a Cowboy bike back on 28th of November 2024 with a promised delivery date in Feb/Mar 2025. After waiting for several additional months and constant promises from customer support that my bike will be delivered soon, i still haven't received the bike i ordered.So on 11th of August 2025 i've canceled my order, and according to the cancelation email and EU laws, i should have received my refund within 14 days.Now it's February 2026 - and i still didn't get my money back. I've tried contacting CS several times, and they've been repeating the same thing over and over again: "we understand how frustrating that is, but your refund request will be handled soon". So after almost 1,5 years of waiting i'm left without the bike nor the money. I've contacted Dutch small cases court to handle this issue, and hopefully it will get the things moving.But if you ever think about buying a Cowboy bike - don't do that. Cause you will just loose your money. Cowboy will either ignore you or give you some ai-generated reply, while stealing your money.
Artur Tkhruni
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Unacceptable
As of 18 January 2025 (within one year of purchase), the motor of my Cowboy C3 became defective. While I understand that technical issues can occur, it is unacceptable that I have now been waiting for more than a year for a replacement part for a bicycle that functioned properly for less than a year.I understand that Cowboy has gone through a challenging period as a company. However, this does not justify leaving customers with a partially functioning product for such an extended period of time. Riding a malfunctioning e-bike in a busy city such as Amsterdam is not only frustrating but potentially dangerous. It feels like it is only a matter of time before this situation leads to a serious accident.
Jordi
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Cowboy customer services is horrible
I enjoy riding the Cowboy and love the design. Additionally, it is not weird that some things break down after a period of time. However, its just not possible to repair anything. Have quite some issues with the battery while it is still in warranty period but its simply not possible to get into contact with them. If customer service was okeeish i would be quite happy but this is not the case atm
Wouter Gerritsen
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Transport an unrideable bike
After waiting over a year with an unrideable bike due to a defective manufacturing process I finally received a message to schedule an appointment to have the frame replaced. I was told I had to transport the unrideable bike to the location (which is 15km from me), how am I supposed to do that? Push it? Rent a large car? Try and get it on trams/trains? I've never been more unsatisfied with a company than I have with Cowboy. I have had nothing but problems with what is supposed to be a premium product. After spending €3k on bicycle you expect a certain level of quality and service, I've had neither. I can't state enough, avoid this company and its poor product and services.
Christopher Parker
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Cowboy by name, Cowboy by nature.
Cowboy by name, cowboy by nature. Two years on from my bike purchase, I still don't have a working bike. A year after order, the bike they eventually delivered to me was physically damaged. The battery was unusable and unsafe. This weekend, just over one year after delivery of the damaged bike (making two years in total from purchase), they have sent me a second hand battery which is also damaged. I bought and paid for this bike through the Halfords Cycle2Work scheme. It turns out that Cowboy have been struck off this scheme for behaving badly like this. Beware!
Oli
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It Finally Arrived.
I was very frustrated for a while as the bike took a year to arrive due to internal issues at the company. However, it seems they have changed leadership and I am very happy to have received the bike. It's been absolutely incredible to cruise around and the customer service has been fantastic since the latest company change over.
Luis Rodriguez
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Friendly
Fast and nice people
Homayoon Kazemi
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Cowboy bikes, Cowboy service
Cowboy simply cannot be trusted. Bike has an inherent fault that they say means it should not be used. Waiting 9+ months for a replacement/repair and still no further forward. UK Courts have ruled that Cowboy are in break of Consumer Rights Act and customers should be refunded, but they refuse to comply. Under no circumstances should you buy a bike from this company.
David
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⭐️⭐️⭐️⭐️⭐️
I’ve had my Cowboy electric bike for 3 years and I’m still absolutely loving it. I ride it every single day to work — around 40 km round trip, and it hasn’t missed a beat.The only thing I’ve had to replace are the brakes, which is completely expected after that kind of daily use. Otherwise, it’s been rock solid.On top of that, it’s a beautiful, handsome bike — I get compliments all the time on how good it looks. Reliable, stylish, and a joy to ride.Very happy owner.Radek, London (UK) 🚲✨
Radek
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WORST COMPANY EVER.
WORST COMPANY EVER.Afters days of chatting (you only get a reply once in three days), they finally diagnosed the issue and I could book a repair for 80 euros. The repair person finally came, just to again tell me what is wrong with the bike and not bringing the right parts, because cowboy didnt tell him what was wrong. I just wasted 80 euros and a month of my time. These issues have been there forever. Dont fall for it and never buy your bike here. Its just a Scam company.
Valery
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Extremely dissapointed
I used to be super happy with Cowboy. The service was top level and the bike is super smooth. Unfortunately, I paid 240 euro's a year for the Cowboy care service, but the service was never available via the app. 4 months ago, Cowboy promised me a refund of 80 euro's for the period that it wasn't available, which I was very happy with. Until now, I've never received the 80 euro's and been receiving automatic mails that the 'refund is processed'. This is such a horrible service and I'm really disapointed. I was so happy but that feeling has been gone for a while. It seems like nobody is taking me serious via the ticket service. Long story short: do NOT get cowboy care and don't expect any good quality service or refund, even when promised.
Mika Borgmeyer
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What an amazing bike
When you order your bike it takes a while and information isn’t shared well. BUT after receiving my wife’s bike we got in contact with after sales and wow are they amazing. It took a couple months longer for my bike to arrive but the lengths Alma went through for me to receive my bike as soon as possible was beyond amazing. Weekly updates, trying vendors if one of their stock bikes was available you nameIt. Absolutely amazing customer service
Alain Dufornee
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Dear Cowboy,
Dear Cowboy,Would you please reply to my message of 2 weeks ago? It’s about the bike that got delivered with faulty brakes almost 1 year ago. I would like to know about the breaks as Well as the 4 other parts that broke in the last year.Thanks in advance.Best regards
Anup Pachai
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I had an issue where my account was…
I had an issue where my account was automatically deleted after removing my previous bike. I contacted support because I needed access again to connect my new Cowboy Classic. The team responded quickly, understood the problem immediately, and restored my account without complications. Very helpful and efficient support. Great experience!
Alexander
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